HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

I love that you can easily communicate with your fellow teammates and more efficiently move from one inbox to another.

There can be glitches that make it look as though a ticket has not been assigned, issues updating in real time when very busy.

Guest experience (customer service) and the benefits have been being able to see trends in areas where we can improve our service.

At one glance, you can see the responses and filter tools make review and analysis easier.

I cannot include the survey form in the body of a custom email. I ended up using a survey with shareable link, which affected response rate.

The need for timely feedback from respondents.

Simple and easy to use. Amazing features available to create them.

Nothing, it's great. Only thing would be for more options in the formatting.

A simple system that customers can access for information.

That it is easy to use and very simple.

There is nothing to dislike everything is working ok

Easy support and access to remote answers

It's really easy to use and very complete

Nothing at the moment! I enjoy the efficiency and easiness

Email marketing, sales templates, knowledge base for clients and more

I like the pipeline feature. It helps colleagues understand the status of tickets and cases

So far, I'm not sure. However, it is difficult to share a table in the body of an email.

The customer portal feature.

The shared inbox feature is the best thing in this tool. If you have multiple agents working on the same email, this is the best tool to have. Anyone can takeup the customer's email and assign it to themselves and respond to it quickly.

There is no dislike as such however if it would be possible to ask for more access from the user admin within the Hubspot Service Hub it would be easy to approve the request by the admin.

I am working for a Law Firm and we create tickets for customers who come for immigration matters. We help them solve their matters relating to immigrating and related questions.

The informative videos with quick quizzes at the end helped the newly-learned information stick. I gained valuable knowledge for my career and earned a certificate that I can display on places like LinkedIn.

I didn't dislike any part of the course but there are some places for improvement. Some of the videos had a lag where the lips were not in sync with what the person was saying. I also think that breaking some of the larger courses up into smaller more focused courses could be beneficial.

Where to begin? This hub allows us to keep all of our teams in better communication by being in one centralized location. The platform is very user-friendly and easy to understand.

Knowledge Base - An amazing tool to integrate with our sites - mobile & web, great in helping educate and inform our users. I can (and have) used this to build and change articles, sections really quickly and easily. I've used this alot (I mean a lot so far) and not even done. Not too fancy that it's complicated (eg: tonnes of fonts n html) keep it simple and easy. Support Chat - Straight to me or other team members. Integration with slacknis clever. Accessible via mobile aswell, for out of hours. Configuring this was easy. As a start up with a small team helping each other this is great. I have used other parts of HubSpot and plan to learn and use as much of tools as possible. The academy is also great, and helpful in teaching me the basics. I also found it was easy to just have a go. Some things are obvious.. some not so. But the help guides fix that. Nod to the customer tracking as well, great to see all our customers and integration with our App.

It's huge (this is a positive negative lol) There is so much to learn and explore, there isnt enough time in my life ! It can be quiet overwhelming the amount of tools and options available. My advice take time to play and learn all the elements that will be beneficial to you and your role. It's wise to choose one area and learn it, use it. Become an expert.. live and breath it.. then move on. The academy is great, very informative and helpful. I like the academy and all the different units. I need to spend more time doing courses .

Developing a comprehensive Knowledge Based! I love the ability to build and create a User Guide for our customers, sub sections and articles. Then linking them to other articles as well as key word tagging. So easy, intuitive and simple...not to complicated. It could be html, tonnes of fonts.. but its not. I can change and tweak it as much as I want. No delays publishing, noticing typos and updating. I can review user guide searching, see what's be searched for and missing.. fill gaps. See what articles are getting views. Support Chat - Our customers can ask us questions, or search our User Guide via the support Chat mobile or web any time..Really helpful for you global customers. It's integration with slack and mobile app is helpful.

I have been using Hubspot for my client's education area and it was been a pleasure using it!! From submission forms to creating properties to filter appropriate contacts to sending them the invitation email to using them for feedback survey. It has been amazing! I have been using Hubspot in my company Decisions for support tickets, creating dashboards for our customers, Knowledge base, registration forms and the list is endless... But one thing I want to appreciate is their customer support, very helpful and driven to help. As well as Hubspot academy has great content to go through.

Really nothing, I absolutely love using it.

Feedback forms - To get the right feedback to improve on Support ticket - for handling customer queries Submission forms - To collect registration for Training webinars - Decisions challenge & masterclass Knowledge base articles - to create a hub of support articles Team Dashboard - to track team meetings, email activity & client average score on org. eng Contact properties - to filter the data Report - for customers data

How emails and chats are integrated in the one system

It searches contacts, not a company. There is nothing missing and everything works properly.

It is easy to email clients and the chat function is great. We are financially benefitting from using this product.

We like the private knowledge base because we use it for company policies and procedures.

The design of the KB is a bit limited. They did not bring out a customer ticket portal until recently.

We use it for our internal and external processes. We use tickets for projects just like you would in trello but with better automation.

I primarily use the ticket feature to make sure all my customer service issues are statisfied

The email notifications are a little much

Hub is great resource to find any solution to the problem I may be having

The Workflow is flawless - Effortless to work with.

Deleted tickets cannot be revived. Need a better solution for closed and deleted tickets.

We are mainly using it for support and sales purpose. It is really easy to create a new deal and transfer it for support to the sales pipeline.

I like how HUBSPOT is always available for a live chat to help with my issues.

Sometimes learning a new system requires a bigger learning curve.

I'm getting help with updating ticket properties, but I realize most issues can be searched on the help guide, but it is always nice to speak to a live agent.

The ability to track all communications with any customer.

No options for customizing task types for reporting.

Hubspot allows our company to view customers and activities through one pane of glass.

I can use it to find contacts and companies right away. I can create surveys and templates to automate into my email account. Surveys are very helpful.

Nothing to dislike. Love everything. I am still learning how to use Hubspot so there is a lot that I still need to learn.

There is a lot of benefits on Hubspot, A lot of different services depending on the job.

Tickets are my favorite part about Hubspot. I am able to create the tickets, reassign, create log, emails, notes, etc in the ticket.

Training. It takes a lot of practice to understand the Hubspot features and all.

The communication flows between the team members. Before Hubspot, we would duplicate a lot of emails but with Hubspot we are able to not duplicate the emails.

Helps keep me organized with outstanding tasks and be able to get problems addressed with our team administrator.

There isn't a current way to submit tickets on the mobile app and I have to log into the desktop site from my phone when I want to submit a ticket.

Managing payment plans with existing clients who want to cancel or change their plan. This has helped keep us organized and make sure all issues are addressed quickly and fully.

I like how dynamic the use of HubSpot is. I am able to easily organize and close customer tickets as well as look through contacts to help my clients the best.

I think if HubSpot could have its own version of software like Airtable, it would make the process of creating workflows and managing them much much easier.

I am able to help customers from around the world get their questions answered in an easy and time-friendly manner.

I really enjoy Creating Templates & Tracking Emails as it's always extremely nice to see who has interacted with your email vs who has not. I also really enjoy using the Support Chat!

Nothing! I love Hubspot! There is nothing wrong with Hubspot in my opinion

Hubspot really helps with with streamlining overal client to business communication. The way Hubspot allows you to track information is amazing!

It is a tool where everything is in one place, high quality, and excellent customer service. Provides excellent tools for measuring customer satisfaction and team performance.

The way to generate rules for pipelines is complex and not always user-friendly. The inbox hub is not pleasant to use. In general, it is the only thing that I would change; the rest of the tools are perfect.

Complete customer history is kept in one place, with all interactions, responses, agreements, tasks, and important dates. It is a space to organize all the functions by a person in charge, measure their performance, and know the opinion of the clients.

Very intuitive to use, never been a User before - but super easy to navigate

Nothing yet - given Ithat I am a new user

Managing cases and tickets - we now have a single source of the truth

The flexibility to fit our company's needs, as every business is unique.

That you cannot print any of the Knowledge Base articles in an easy format.

Our training materials were everywhere and not in a very usable format for all of our employees and customers to utilize. It has centralized this and made it very easy to share.

Hubspot's free trial and extensive knowledge base make it easy to start building out your service center and evaluating if it will meet the needs of your organization. Once becoming a customer, the knowledge base is still incredibly useful, and Support is fantastic if self-service options didn't resolve the issue.

The ability to host multiple knowledge base sites would be a great addition.

Hosting our knowledge base and managing support tickets are our primary uses. Support forms are easy to make and host, and working tickets is much easier to do than in a system like Salesforce. The knowledge base builder and site has been crucial for implementing self-service options for our customers.

The ability to send NPS surveys based on specific contact properties. We have gained valuable insights as a company and have already implemented improvements in various areas of the business based on the feedback we were able to gather. Also, we have saved relationships with long-time clients who happened to have had a contract where we dropped the ball. We did have to do a bit of a workaround to trigger the send to be off of the deal date, but the HubSpot customer support team did a great job in helping create a solution for this.

Would like a different notification system for incoming live chats for the website to be developed. It is important that chats are dealt with quickly. Right now, it gets lost in other notifications. It would be great if it could come up on the right-hand side of the CSR's screen who is logged into the chat/assigned the chat- similar to how a customer interacts with it on a webpage. The rep could then answer there, or open it up to the chat inbox if they need further details about the client.

We are allowing customers to give us honest feedback on how we are doing on an event-by-event basis. This has helped us change processes and product packages to better-fit customers' needs.

The way the information is displayed in "layers" - The contact, company, information, tickets, emails, calls... everything is related to each other, and doesn't matter where you start you can follow the link to the right info

To be honest I would love for the Search bar to be improved. For it to consider more keywords or for more results to be shown. Sometimes it's difficult to find email conversations or so without knowing the exact subject or the results shown are limited

In the company I work for, we use it as the main solution for ticketing and record-keeping. From service or support tickets to sales deals, customer information and others.

Hubspot's CRM has elevated our company and allowed us to expand our business in a multitude of ways. It has key features including automation, analytics, social media outputs etc. that allow you to double productivity and conduct business efficiently and professionally.

Truly nothing. Hubspot is a stellar platform with excellent customer service. If ever an issue arises their team is quick to act and quick to solve. User friendly.

Hubspot allows you to do the work of multiple people even if you are operating small. Email tracking, workflows, note taking, internal inbox's. Hubspot does it all.

The Tools to create my articles. They are fast and easy to use. Everything is done online and everything saves automatically as I am doing the draft for the article. You can upload gifs and pictures that help with the articles as well. They also let you know the health of an article and how many people have liked the article. We also use this with Kixie and have all of our calls transferred and recorded directly into the system This helps with identifying users a lot faster.

I wish I could drag and drop files onto the page but I get that there are limitations on web-based software. Sometimes the UI can be a lot to overcome. It does take time but I think that this is because there are so many things that you can do with HubSpot

HubSpot is helping me with all aspects of the business. My team uses everything from the ticketing system to the chat. We also have our phone system connected now too. This way all of our calls come through the system and are automatically saved and tickets are generated.

The convience. I also like the feature of when people view my emails.

Sometimes it can become glitchy. When I try to search for things

I'm solving how easy it is to access files within my company and helping the programs succeed. Super productive.